Anyone who chooses to register a service number with Belfabriek gets access to all kinds of extras. One of those possibilities is recording the telephone calls that are made via your service number. If you are wondering how this functionality can help your company work more efficiently, then this article is a good starting point. Below you will find five reasons why organizations choose to record their telephone calls.

1. Improve the quality of calls

You take a service number to improve your accessibility and increase customer satisfaction. It goes without saying that you keep a close eye on the quality of the telephone interactions. Are customers’ questions answered quickly and effectively? Does the employee adhere to the rules that guarantee the quality of calls? With recordings of the calls, management can see where any bottlenecks are. This knowledge can then form the basis for strategic and organizational decisions.

2. Learn from successful calls

Dealing with a difficult customer, offering a creative solution to an unusual problem or scoring multiple sales in one call: these are all examples of admirable achievements that other colleagues can learn from. In consultation with the employee, management can choose to use successful calls for training purposes.

3. Train and evaluate employees

During a periodic evaluation of your employees, you can use recorded calls to see whether they put what they have learned into practice and whether they make optimal use of the resources at their disposal. This makes it easier for you to set goals with the employees for the next evaluation. You will also see in time whether there is a need for extra training.

Thanks to Call-recording, you can keep calls short. By listening to the recording, the telephone employee can perform the required actions after the call. The recording also serves as legal proof of any transactions and the answered security questions.

5. Maintain and check security procedures

Whether you need to create new passwords for customers or ask customers a number of security questions for verification, you want to be sure that your employees respect the applicable procedures. If there is a security breach, it can be traced back to a specific telephone call with Call-recording.

Of course, there are many more reasons why recording telephone calls can be interesting or even necessary for your company. The reasons above are just a few of the most common, and hopefully these examples will give you ideas on how Call-recording can help your organization.

If you have any questions or would like to know more about Call-recording, please contact us.